All in one - One-stop-shop for Citizens

From EPSA - European Public Sector Award


The district of Reutte covers an area of 1250 km² with only a small number of inhabitants (about 32 000) in the north-west of Tyrol and can only be reached by car from the capital Innsbruck. The distances to the district capital of Reutte are long; some of the municipalities are more than 60 kilometres away from the local administration. The Bezirkshauptmannschaft Reutte is the offce of the local administration and security board. Until 2007 there were separate offces for passport issues, vehicle licensing, and for driving licenses and these offces were spread over three levels. So for example, if you needed a driving license, you had to go to the license offce at level 2 where you received an invoice. You then had to go to level 1 to pay the taxes and then go back up again to the license offce to fle the application. After that, you had to wait for one or two days before receiving the license. The building was not easily accessible for people with disabilities and there were no lifts. Since the administration was going to move into a new building, there was also an opportunity to tackle changes in the administrative organisation.

The ‘Bürgerbüro’ opened in 2007 in the new Bezirkshauptmannschaft Reutte, with brightly lit and transparent rooms, quite near to the main entrance of the offce. Three offces had to be closed and 20 employees had a new type of work to deal with. The team in the ‘Bürgerbüro’ works open hours and does a lot of job-sharing. Everyone in the team is able to carry out all duties; they organise their own holiday replacement, they make a weekly-plan of which hours everybody will work and they share a collective guidance in their group. The new offce is now open from 07:30 until 16:00 with no break at midday. The ‘Bürgerbüro’ now also collects the taxes, so that everyone really gets what they needs ‘all in one’. The new ‘Bürgerbüro’ has already appeared several times in the newspapers, on radio and local television.

Award info
Award category: public service delivery
Award type: submission
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity: new services or new technologies
Keywords: One-stop-shop, accessibility
Short English description: Establishment of a one-stop-shop of a regional authority
Further information
Organisation: Bezirkshauptmannschaft Reutte
Other applicants:
Level of government: regional level
Size of organisation: 50-100
Number of people involved:
Country: Austria
EU membership: EU member
Language code: en
Start date:
End date:

All in one - One-stop-shop for Citizens (47.4890832, 10.7188182)
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